Mobile Help Desk Support

How to Optimize Your IT Department With Mobile Help Desk Support

Mobile devices empower your employees to collaborate, create and deliver their best performance regardless of their location. When you need support for these devices, a mobile device support team or mobile help desk can resolve issues quickly and get your people back to work.

As mobile applications become increasingly prevalent in operations, companies risk business continuity and lost revenue opportunities if their devices are down and employees can’t access reliable mobile device support. But managing device support requires substantial time and resources, and it can take your IT team away from more strategic initiatives that will advance your business.

That’s why your company needs a mobile help desk, to augment your support efforts and place key resources where you need them most. Get started by reviewing different types of mobile help desks, their benefits and how to select the right option for your business.

What Is a Mobile Help Desk?

A mobile help desk is a support service designed specifically to provide technical assistance and troubleshooting for mobile devices, such as smartphones, tablets, scanners, and other wireless business devices.

The purpose of a mobile help desk is to resolve issues and provide assistance to employees quickly and efficiently, allowing them to get back to work with minimal downtime. Your help desk likely includes tools and resources such as knowledge bases, live chat support and remote assistance.

There are a variety of options for providing mobile device support, including building an in-house support team or outsourcing to a third-party mobile help desk provider.

While an in-house team can provide dedicated and personalized support, it can also be a cumbersome and expensive endeavor. It requires you to invest in the necessary resources to train employees on all devices and applications across each provider, carrier and location. This can also require offering support across multiple time zones and languages, as well as having on-demand assistance available, driving additional costs.

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However, outsourcing to a mobile help desk provider can be an advantageous alternative for many businesses. By outsourcing support, you can leverage the knowledge and resources of experts with specialized skills and experience in managing mobile devices, eliminating the need for you to invest in setting up and maintaining an in-house support system.

Regardless of which method is right for your business, an effective mobile solutions help desk allows you to provide personalized and effective support to employees regardless of where they are located. It should speed up issue resolution, whether by offering employee self-service options, chatbots or knowledgeable, device-agnostic support teams.

What are the Benefits of a Mobile Help Desk?

A mobile solutions help desk offers many benefits over an in-house or traditional help desk. It not only provides support for your mobile devices but also improves communication and reduces IT-related issues. This means your team has access to real-time expert support, regardless of their physical location, resulting in quicker response times and more effective knowledge sharing, collaboration and assistance.

Here are some other ways a mobile help desk can help your business.

Increased Productivity

One of the biggest benefits of finding the right mobile help desk partner is increased productivity. By leveraging the expertise and support of a provider, your team can focus on the business at hand while knowing their mobile devices are well managed and supported.

Beyond the time saved with establishing and managing a mobile help desk, third-party providers, such as Tangoe, can provide access to specialized skills and experience that may not be available in-house. This includes the ability to resolve issues faster, and more effectively than an in-house team.

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Improved Flexibility and Scalability
Third-party support teams can also offer additional flexibility and scalability as your company grows. For example, if you have team members working across different regions or time zones, they may need support outside your traditional office hours. While an in-house team may not have some immediately available to help, outsourcing to the right partner can provide your team with 24/7 support.
Reduced Costs
One of the biggest benefits of outsourcing your mobile help desk is the potential cost savings your business can realize. It removes the need for you to set up and maintain an in-house team, allowing you to devote more resources to other important areas of your business. This means you no longer have to worry about the costs associated with training, hiring and retaining qualified personnel.
Customized Expert Support
While in-house support teams may require their own training and support, leveraging a mobile help desk gives your business instant access to knowledgeable experts. This can provide your organization with tailored support that matches your mobility strategy and device policy, as well as an improved level of service to end users. With this level of support, you can be confident that any issues with your mobile devices will be quickly resolved and you’ll receive solutions that are customized to your specific needs.

What Are the Challenges of Mobile Device Support?

Your organization needs mobile devices to get work done, but supporting all those people and devices can be difficult if you’re not prepared. Here are common challenges associated with mobile device support.
Device Fragmentation

Your IT team is challenged by the endless variety of devices, operating systems and software versions. Compatibility issues are just one of the obstacles when you have a variety of devices across product generations, making it difficult to find a single solution that works for all devices. Fragmentation can create longer wait times for employees, decreased productivity and increased frustration.

When you have many types of devices and software to support, effectively serving all those needs is more difficult. For example, you might have to account for Android and Apple mobile phone support. Each platform has a unique set of features, tools and capabilities.

Outsourcing your mobile help desk can provide you with a team of experts who specialize in managing a wide range of devices and operating systems. These experts have access to tools and resources dedicated to addressing the challenges of device fragmentation, so your team isn’t left in the dark.

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Lack of Physical Access

Providing mobile device support can be challenging when support staff can’t physically access devices. Unlike traditional desktop computers, mobile devices often are used by remote employees or those who may travel for work, making it difficult for help desks to troubleshoot, test and update devices in a timely and effective manner.

Without physical access to the device, support staff instead rely on remote troubleshooting techniques, such as phone calls, video conferencing or remote desktop software. These alternatives can be time-consuming and not always able to provide a complete view of a device’s configuration or settings.

While outsourcing support won’t necessarily resolve this problem, it can help you manage your remote teams without adding unnecessary work or delays. Mobile help desk teams often use tools which can identify and resolve issues remotely. If physical access is required, they can offer solutions to help minimize downtime and reduce the number of employees waiting for support.

Data Security

Protecting sensitive corporate data on mobile devices is a major concern for many organizations. IT teams must ensure that data is protected and secure while still providing employees with the tools they need to be productive.

One of the biggest challenges for help desks is the inherent vulnerability of mobile devices. Compared to desktop computers, mobile devices are more vulnerable to security threats because of their portability and constant connectivity to the internet.

Securing these devices is further complicated by the use of multiple platforms and operating systems, the rise of bring-your-own-device (BYOD) policies, the risks associated with third-party mobile apps and regulatory requirements.

Third-party support providers can offer a comprehensive suite of security services, such as unified endpoint security, secure mobile device management, data encryption and mobile threat detection. This helps you make sure every device is up-to-date with the latest security updates and requirements.

Device Compatibility

Each type of mobile device and platform has distinct features. An app that works well on one platform may not be compatible with another. Any relevant services and applications need to work with all applicable devices.

Also consider network connectivity and the carriers and plans your devices will use. Some mobile networks have better pricing or features, including unlimited mobile data, more reliable mobile service and wider network coverage.

By outsourcing your mobile help desk, you can leverage the expertise of a third-party provider, they can provide the necessary support and ensure that your devices work seamlessly, allowing your employees to remain productive. Providers may also have insider intelligence about network carrier services and wireless pricing plans, providing your business with the opportunity to renegotiate your carrier contract, getting reliable mobile services at the best price.

Managing Personal Devices

Businesses are increasingly adopting BYOD policies, allowing employees to use their personal devices for work purposes. While this can offer increased flexibility and convenience, it also presents challenges because of the wide range of potential devices and systems in use.

Support teams need to familiarize themselves with a variety of device types and operating systems as well as the different applications and software potentially installed on them. This not only requires a high level of expertise but also can be very time consuming.

Using an outsourced model means your employees can receive the support they need without requiring your IT team to divert significant resources to manage personal devices. Because these providers are knowledgeable of different types of devices as well as your device policies they can help bridge the gap between personal and business devices and ensure your business gets the service it needs.

How Do You Choose the Right Mobile Help Desk for Your Business?

Choosing the right partner to outsource your mobile help desk is an important decision that requires careful consideration. When reviewing options, consider the value a mobile help desk can bring to your business, whether that’s offering end-user support, simplifying and automating workflows, or managing and optimizing resources.

To make this process easier, here are some key steps you should take when looking for the best fit for your business.

Assess Your Needs

Identify your business needs and requirements for mobile device support. Determine the number and types of mobile devices that need support as well as the volume and types of support requests. Do you only need a specific type of device managed, or do you need access to a wide range of support? Are you looking to streamline your mobile workflows or do you need a complete mobile refresh?

Answering these questions and better understanding your needs will help you determine the most important elements of your solution.

Research the Available Options

Research different mobile help desk options and compare their features and pricing. Look for help desks that offer the specific features you need, such as remote support, self-help resources and reporting capabilities. Consider the level of customization each help desk platform provides as well as the pricing options available. Choose a help desk that provides the features and pricing that align with your business requirements and budget.

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Compare Platform Capabilities and Consider Certified Repairs

Consider the level of support and service each help desk provider offers. Look for a provider that offers fast response times, 24/7 support and a dedicated support team. Review the types of support offered, such as email, phone or chat, and ensure that the mobile device support team has the necessary skills and expertise to handle your business’ specific needs.

You also should look for a help desk provider that offers results-driven service-level agreements to ensure that you receive the level of support you need.

Consider whether your provider can offer repairs certified by the device manufacturer. Should a device be broken, the quality of repair can make a difference in ensuring issues are resolved the first time and do not continue.

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Evaluate the User Experience

Evaluate the ease of use and user experience of each help desk platform. Look for a platform that’s intuitive and easy to navigate, with clear and concise instructions for employees. Ask about self-service resources such as smart walkthroughs or chatbots that can help employees with common issues. Review options for automation to streamline workflows and reduce response times.

Look for Integrations
Look for a help desk provider that offers customizable solutions and integrations with your existing tools and systems. Consider whether the help desk provider offers APIs or other integrations that can connect with your IT service applications and IT ticketing platforms. Additionally, look for a provider that offers customization options to tailor the help desk platform to your business’ specific needs.
Analyze Data Security
Consider the security and data privacy measures in place to protect your employees’ information. Look for a help desk provider that takes security seriously and has measures in place to protect employee data. Some may offer unified endpoint security, or Mobile Device Management solutions, enabling security protections and monitoring for the entire fleet.

What Is the Future of Mobile Help Desks?

The business world will continue to become increasingly mobile as new developments create additional opportunities to connect and engage from anywhere. Many complex systems that once required an on-site presence have been replaced with virtual systems, cloud technologies, and software-based solutions. As more businesses adopt mobile technologies, the need for mobile help desk support will continue to grow. Finding the right partner means you can relax and let the experts help whenever someone has questions or issues. Learn how Tangoe’s experts can help you unburden your IT team and get the support they need fast.

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